Customer Success Manager

About Vanta

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, empowering companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful without it.

As Vanta's Customer Success Manager, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialized solutions. By combining your customer-centric approach with expertise in Vanta's products and security best practices, you will contribute to the overall success and satisfaction of Vanta's customers in achieving robust security and compliance outcomes through retention of customers and health of the book of business.

Vanta’s success over the last year was exponential, and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As Vanta’s Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy.

What you’ll do as a Customer Success Manager at Vanta:

• Lead all post-sales activities for Vanta’s upmarket customers through onboarding, implementation, product expertise, renewal, and identify upsell opportunities.
• Carry a book of business of ~50 customers ranging from 401 to 2000 employee accounts.
• Partner with Account Managers to drive renewal and expansion opportunities within your book of business.
• Act as the voice of the customer within Vanta.
• Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.
• Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution.
• Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform.
• Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy.
• Influence Vanta’s strategy and product priorities to drive adoption and retention by being the voice of the customer.
• Work cross-functionally to resolve customer business issues and work toward mutual goals.

How to be successful in this role:

• Have 4+ years of experience in Customer Success at a SaaS company.
• Extensive experience with high-end exposure to C-level executives, and the ability to build strong trusted relationships. Providing top-notch account management and relationship building through various means; Quarterly Business Reviews, Health Check Ins, and Executive summaries, etc.
• Ability to be nimble and agile in an environment where shifting priorities should be expected.
• Experience working in the security or compliance industry is preferred.
• Possess clear and thoughtful communication skills, with strong critical thinking ability.
• Be highly empathetic to customers, with a proven track record of long-term customer retention.
• Experience with hitting retention targets and creating happy, healthy customers.
• Possess the technical competency to understand Vanta’s software and build great relationships with highly technical customers.
• Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up.

What you can expect as a Vanta'n:

• Industry-competitive salary and equity
• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
• 16 weeks fully-paid Parental Leave for all new parents
• Health & wellness stipend
• Remote workspace, internet, and cellphone stipend
• Commuter benefits for team members who report to the SF and NYC office
• Family planning benefits
• Matching 401(k) contribution with immediate vesting
• Flexible PTO policy, plus 80 hours of Sick Time
• 11 company-paid holidays
• Virtual team building activities, lunch and learns, and other company-wide events!

Key skills/competency

• Customer Success
• Account Management
• SaaS
• Client Retention
• Compliance Frameworks
• Security Posture
• Technical Problem Solving
• Executive Relationship Building
• Cross-functional Collaboration
• Product Expertise